FAQ

About

Who is Terra Persona?

Terra Persona was founded by Mandi Hutchinson and Teresa Arendsee Johnson. Mandi grew up in the south, and Teresa grew up in the Midwest. In 2010, they met at university while completing their MSc degrees in geology. They are equally passionate about geology and creating unique products that can make a difference both by engaging scientific curiosity and creating sustainable and ethical products.

Is Terra Persona a company or a charity?

We are set up as an LLC, but we may change our corporate structure to a charitable one in the future. We donate at least 5% of profits to charitable foundations, programs, and scholarships focused on our mission.

What organizations do you support?

We are donating to multiple charities depending on the items being purchased or which organizations we are choosing to feature. For example, all profits from the purchase of Lapis Lazuli products are redirected to programs in Afghanistan directly supporting women.

Orders & Shipping

When will my order ship?

Orders for apparel and accessories are all custom made when ordered and take approximately 2-15 business days depending on the item. If your order includes multiple apparel/accessory items, the entire order will be shipped together at the longest estimated time frame.

How long does shipping take?

USA

Orders for USA customers normally ship within 3-8 days and are shipped by USPS. You will receive a confirmation email with the tracking code for your order for USA orders only.

CANADA

Orders for Canadian customers normally ship within 3-8 business days. For printed products, shipping to Eastern Provinces takes about 3-4 business days and shipping to Western provinces can take 4-7 business days.

INTERNATIONAL

International orders generally take 10-15 business days but may be delayed by the customs of your country. International orders may be subject to customs fees or duties of your country. Unfortunately, Terra Persona does not cover these fees so please contact us if you have concerns regarding your order. International orders will not have a tracking number due to the fact that they are untraceable once they leave the USA.

What if I want to rush my order?

Unfortunately, we are unable to provide rush processing or shipping for any items at this time. We do offer a “gift alert” option for the times you need something sooner. For an additional $2, we send an email describing the product and a digital copy of the image used for printing. The image makes a great background for your computer, tablet or phone.

If you are interested in this option, please add the “gift alert” item to your cart, and send us an email with any custom message you would like to add along with the email of who is to receive the gift. See Gift Alert

Can I modify or cancel my order?

Once your order has been placed, there is no way to change the order. If you notify us within 2 hrs of the order being placed, we can cancel the order. If you are simply trying to add items to your order, we suggest just placing a new order.

Returns

Can I return an item from Terra Persona?

Because of the nature of our print-on-demand business, we only offer store credit. Once the returned item is received by us, you’ll receive a store credit code for the amount of the purchase to apply to your next order.

What is Terra Persona’s return policy?

Items can be returned within 45 days of purchase for store credit. To be eligible for a return, an item must be unused and in the same condition that you received it.

You must request a return label by emailing us or through our contact page. Be sure to include your customer number and billing name.

The return label will be emailed to you. If you cannot print out your label, please call us at (720) 772-6680.

Final sale items may not be returned or exchanged.

Email confirmation will be sent out once the return is processed. It could take up to 14 days for the return to be received and processed.

If the item is defective, please contact us and we will arrange for the item to be returned and a new one to be shipped ASAP.

What if I lost my return label?

If you lost your return label, please call us at (720) 772-6680. We will email you a new return label to print out.

How long does a return take to process?

Please allow up to 7 days for your return to be processed. If you do not get confirmation within 7 days, please contact us so we can address the situation.

How do I make a return or exchange from an international location?

If you wish to return an item from an international location, you will be charged extra for shipping. Please call us so we can arrange for the international shipping.

How do I return a gift purchased from the website?

If you have received an item as a gift, you can return it in exchange for credit online at its current price, unless it is a final sale item. Please contact us at (720) 772-6680 if there are any issues. We may ask for additional details to identify the manner in which the item was purchased.

What do I do if the product I received from Terra Personal is damaged?

If product was damaged or shipped incorrectly, please contact us at (720) 772-6680 to aid in your return or exchange for a replacement item to be shipped.

How to I obtain another copy of my invoice and/or return label?

Please contact us by email or at (720) 772-6680, and we will email it to you.

Payments & Promo Codes

What forms of payment do you accept online?

We accept the following forms of payment: Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit and credit cards.

Is your online payment gateway secure?

We chose not to handle any of our customers sensitive data and leave it to the experts. You have the choice of either using Amazon Pay or the manual payment gateway that is hosted by Shopify. Both methods follow industry standards for security. As a rule of thumb when shopping in the online world, always make sure the website url starts with a https:// when entering your payment information.

Do you charge sales tax?

Sales tax calculations are completed by Amazon & Shopify based on your location and your state or country laws.

How do I use a promotion code online?

To redeem a special offer, enter your promotion code during checkout. After entering the offer code, the price will be adjusted accordingly. Special offers are valid while supplies last. Please see the specific offer details for complete terms and conditions, including expiration date and other exceptions. Only one promotion code can be used on a purchase.

Can I return an item I purchased with a promotion code?

Yes, you can return an item purchased with a promotion code, as long as the item was not a Final Sale item. As with regular returns, you will be given a store credit to use as you wish. A previously used promotion code cannot be applied to the sale of a different item.

Sizing

What are the sizing guidelines for leggings, capris and flare skirts?

Our leggings and capris are compression fit due to our high spandex fabric. If you like a looser fit, we recommend ordering a size larger. For in between measurements, we recommend choosing the larger size.

What are the sizing guidelines for wrap skirts?

Our wrap skirts come in one size and are made to fit many body types. Depending on your waist size, the skirt will wrap around more on smaller waists and less on greater sizes. Waist sizes from 22″ to 42″ will comfortably wear our wrap skirts.

What are the sizing guidelines for beanies?

It’s easy to choose the perfect fit. Here’s how:

You’ll need a tape measure. Measure the circumference of your head at the largest part, just above your ears and across your forehead.

Refer to our size chart below for the size that corresponds to your measurement. If you have an in-between measurement, best to go for the smaller size since the hats are stretchy. Also, if you prefer a very snug fit, you can also go for a size down.

Are the scarf sizes exactly as the size given?

The sizes shown are the print dimensions. Since your printed scarf is heat set and sewn, the finished size may be slightly smaller because of the baby rolled machine finished hem.

Care Instructions

What are the care instructions for eco-poly: leggings, capris, flare skirts and headband?

Easy to care for and keep looking new! Machine or hand wash your leggings and capris in cold water. Tumble dry on regular or hang to dry. Please do not bleach. The fabric is naturally quick-dry so you won’t have to wait long before wearing again.

What are the care instructions for wrap skirts & tanks?

Easy to care for and keep looking new! For peachskin jersey used in tanks and some wrap skirts, machine or hand wash your leggings and capris in cold water. Tumble dry on regular or hang to dry. Please do not bleach. The fabric is naturally quick-dry so you won’t have to wait long before wearing again.

Matte crepe wrap skirts are more delicate than the other eco-poly products. Handwash in cold water and do not agitate. Lay flat to dry. Iron on synthetic setting. If your wrap skirt feels stiff after washing, mist it with water and tumble in a low heat dryer for 5-10 minutes.

What are the care instructions for scarfs?

Our flowing scarfs are more delicate than the other eco-poly products. Handwash in cold water and do not agitate. Lay flat to dry. Iron on synthetic setting. If your scarf feels stiff after washing, mist it with water and tumble in a low heat dryer for 5-10 minutes. The print may fade 5-10% and shrink after the first wash.

What are the care instructions for beanies?

Your custom made beanie hat is easy to care for. Wash it in a washing machine in cold water, or hand wash in cold water. Please air dry. Since the lining and shell are two different fabrics, air drying prevents any shrinking between the two different fabrics and keeps your beanie fitting just right.

What are the care instructions for pencil cases?

Handwash your pencil case in cold water or spot clean. Print can be scrubbed and washed with soap. Do not bleach.

What are the care instructions for pillow cases?

Machine wash in cold water with a phosphate-free detergent or spot clean. Lay flat to dry, do not bleach, and can also be dry cleaned.

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